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COMPASS is is the ultimate AI add-on for Genesys Cloud designed to optimize contact center operations with cutting-edge intelligence.
Seamlessly transforming customer experiences through automated evaluations, predictive analytics, real-time insights, and the automation of Personal Enhancement Plans, COMPASS empowers teams to enhance efficiency and deliver exceptional customer satisfaction. Built on modern, safe GenAI engines, COMPASS ensures cost-effective AI-driven automation with full budget control, making advanced intelligence accessible without unpredictable expenses.
In the world of contact center solutions, many competitors boast of “AI-powered” capabilities while merely offering basic sentiment analysis or simple call summaries. COMPASS, however, is in a league of its own, delivering a suite of Generative AI (GenAI) capabilities that are both unmatched and transformative. Unlike conventional solutions that slap an AI label on minimal features, COMPASS ensures true value at every stage of analysis.
For example, its conversation analysis provides summaries by individual agent while also tracking trends in customer sentiment and satisfaction. These insights are paired with justifications for every metric, including nuanced empathy and proficiency scoring per agent, ensuring fairness and precision. Where others stop at suggesting wrap-up codes or vague insights, COMPASS excels by automatically clustering topics, validating findings with AI-human collaboration, and driving actionable improvements.
What sets COMPASS apart is speed and efficiency—full, detailed conversation analysis is completed in under 7 seconds. Multilingual capabilities allow on-demand translation of all analyses into multiple languages, empowering globally distributed teams to deliver consistent service. Above all, COMPASS adopts a transparent, cost-efficient billing model, charging only for the tokens consumed (input and inference), unlike competitors that bloat prices with hidden fees. Businesses can even customize their AI usage to limit costs while ensuring meaningful insights, such as analyzing select queues or filtering conversations by duration. This flexibility and competitive pricing make COMPASS a clear choice for organizations using Genesys Cloud that value operational excellence without breaking the bank
Traditional quality management in contact centers is often labor-intensive, inconsistent, and constrained by manual processes. COMPASS revolutionizes this space with its GenAI-powered automated evaluations and Personal Enhancement Plans (PEPs). The platform transforms agent evaluations from a cumbersome task into a seamless, fully automated process.
COMPASS offers customizable evaluation forms and allows users to guide AI scoring by adding specific hints for each question—eliminating the need for manual calibration. This innovation ensures consistent and fair scoring across all interactions, including multilingual evaluations with on-demand translation capabilities. Unlike other solutions that merely semi-automate evaluations, COMPASS enables on-demand or fully automated quality assessments for any percentage of conversations, scaling effortlessly to meet the unique needs of each organization.
Once evaluations are complete, COMPASS automatically generates personalized PEPs in various styles—be it a motivational narrative, QA-focused review, or detailed action plan. These PEPs empower agents with actionable feedback tailored to their performance metrics, enabling continuous improvement. The platform also supports QM managers by offering score adjustments and an audit trail for disputes or recalibrations. As a result, organizations can address compliance breaches, optimize agent performance, and reduce operational burdens—all while fostering a culture of fairness and growth.
COMPASS is your add-on of choice if you are using Genesys Cloud platform.
In an era where AI solutions often come with sky-high costs and opaque billing practices, COMPASS offers a refreshing alternative. Its token-based billing model separates input and inference costs, ensuring precise cost control and transparency. Businesses can further optimize their spending by customizing the scope of AI analysis—for example, focusing on calls from specific queues, interactions of a certain duration, or conversations requiring higher-value insights. This level of flexibility ensures that organizations maximize their return on investment while keeping operational budgets in check.
Moreover, COMPASS’s automated processes—ranging from conversation analysis to quality management—save countless hours of manual effort, significantly reducing operational costs. Predictive analytics, customer churn management, and targeted recommendations for upselling or self-service enable businesses to enhance revenue streams. Additionally, security is uncompromising, with COMPASS leveraging AWS’s robust infrastructure for secure GenAI-powered analysis. Whether it’s identifying churn risks in telecom, streamlining claim processing in insurance, or optimizing customer satisfaction in retail, COMPASS proves to be an indispensable asset, especially for businesses using Genesys Cloud.
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Discover how COMPASS can revolutionize your operations with unparalleled GenAI-powered insights, automated evaluations, and cost-effective solutions. As the perfect add-on to enrich Genesys Cloud with advanced AI capabilities, COMPASS enhances your platform with intelligent conversation analysis, personalized agent development, and proactive customer engagement—all delivered securely at a competitive price.
Start your journey to exceptional efficiency and customer satisfaction. Contact us now to request a demo or trial and experience the COMPASS advantage firsthand!
Discover how COMPASS revolutionizes your industry with AI-powered solutions designed to address your unique challenges —
unlocking seamless operations, enhanced customer satisfaction, and unmatched operational excellence.
